Practice Support Specialist

HCA Healthcare • Austin, TX

72d

About The Position

As a Practice Support Specialist with Parallon, you will handle inquiries from Physician Service Group (PSG) Practices, review account information, take appropriate actions to resolve inquiries, and enter actions into the appropriate system. This role involves regular contact with internal and external customers and requires outreach to practice users. You will provide technical and job aid support for practice management systems users via phone and screen share, identify gaps in user knowledge, and provide system training as appropriate. The position requires a detailed analysis of patient accounts to ensure appropriate actions are taken to resolve inquiries with accurate documentation in the required applications in a timely fashion.

Requirements

• Minimum 1 year related healthcare experience required, preferably related to Physician Practices.
• Experience working in a contact center environment preferred.

Responsibilities

• Receive incoming calls, emails, and other electronic inquiries from PSG Physician Practices.
• Assess the needs of the end user to ensure the user understands the actions needed to resolve patient account issues.
• Research, interpret, explain, and apply information from training materials to practice users including processes, policies, and procedures.
• Complete the research necessary to appropriately root cause and respond to customer inquiries, requests, issues, and complaints in accordance with department policies and procedures.
• Create and modify basic ad hoc reports using standard reporting tools for the platforms supported.
• Follow up with other support staff, service resources, and departments involved in resolution to ensure issues are resolved, requests are filled, and the customer communication is complete.
• Document inquiry and actions taken into the appropriate system.
• Educate Practices as necessary on Physician Practice Management software, Physician Support Center (PSC), and PSG processes, policies, and procedures.
• Maintain an in-depth understanding of best practices for operational workflows in order to support practice users.
• Maintain working knowledge of workflow, systems, and tools used at the Practices.
• Create a positive experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
• Meet and maintain established departmental performance metrics for production and quality.
• System knowledge of EPIC, Meditech, Cerner, eCW, and Experity and other revenue cycle systems such as OnBase, Patient Keeper, eDPR, and Artiva.
• Communicate/escalate issues to team leads to promptly and effectively address issues as needed.
• Clearly document and assign requests to supporting departments.

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans, auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service).
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity and Consumer Discounts.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: No Education Listed